Sr Customer Services Rep- Retirement

• Uses a variety of systems and tools to promptly respond to inquiries received via inbound phone lines
• Provides information to callers about various features of specific Plans/ policies
• Explains complex Plan features and concepts to plan participants and beneficiaries
• Captures caller information on participant management system
• May be required to follow up with participant to ensure service issue has been resolved
• Meet with participants to discuss general account information as well as provide assistance with transactions or the completion of paperwork
• Contributes to process improvement by capturing voice of the participant feedback, participating in RCPS, suggesting counter measures and processing changes
• Assists managers with the review of administrative procedures to ensure consistency
• Complies with all division policies and regulatory requirements
• Provides training and guidance to Participant Contact Center Representatives
• Mentor to new hire classes
• Participates in special projects as assigned by the manager
• Meets FINRA requirements to retain SIE, Series 6 and 63 registrations
• Other duties as assigned.

• High School diploma or equivalent
• 2+ years participant service experience
• FINRA Must have SIE. Must obtain within 120 days Series 6 and 63
• In depth knowledge of products
• Excellent verbal and written communication skills

Bachelor’s Degree

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day
• Paid volunteer time — 40 hours per calendar year